Email Templates

Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.

Live Agent allows customization of email notifications. To customize the email notifications, follow the instructions below. To update the content, you have to add a new template in the Database, here is how you can do it.

1. Log in to the Rails Console

Attach a shell to the main Live Agent pod and run the following command:

RAILS_ENV=production bundle exec rails console

2. Create a new Email Template

Run the following commands:

email_template = EmailTemplate.new
email_template.name = 'conversation_assignment' # Accepts conversation_assignment, conversation_creation
email_template.body = '// Enter your content'
email_template.save!

Variables

The template can receive 3 variables:

user - Use {{ user.name }} to get the username.
conversation - Use {{ conversation.display_id }} to get the conversation ID
action_url - This is the URL for the conversation.

Default content

The default content of the above template is shown below.

1. Conversation Assignment

<p>Hi {{user.available_name}},</p>
<p>A new conversation has been assigned to you</p>
<p> Click <a href="{{action_url}}">here</a> to get cracking.</p>

2. Conversation Creation

<p>Hi {{user.available_name}}</p>

<p>A new conversation has been created in {{ inbox.name }}</p>
<p>
Click <a href="{{ action_url }}">here</a> to get cracking.
</p>

Liquid templating engine is used internally, which means that all valid operators can also be used.

Last modified on June 22, 2026

Overview

Conversations

Assistants

Analytics Tools

Settings

Access Management

User Profile and Notifications

Miscellaneous

1. Log in to the Rails Console

2. Create a new Email Template

Variables

Default content

1. Conversation Assignment

2. Conversation Creation

​1. Log in to the Rails Console

​2. Create a new Email Template

​Variables

​Default content

​1. Conversation Assignment

​2. Conversation Creation

1. Log in to the Rails Console

2. Create a new Email Template

Variables

Default content

1. Conversation Assignment

2. Conversation Creation